Welcome to FullCleaningService.com (hereafter referred to as “the Company”). By using our services, you agree to comply with and be bound by the following terms and conditions:
Definitions
- “The Company”, “Us”, “We” – refers to Full Cleaning Service Ltd.
- “Cleaner”, “Cleaning Operative” – refers to the individual or firm providing cleaning services on behalf of the Company.
- “Customer” – refers to the person, firm, or corporate body to whom the cleaning service is supplied by the Company.
- “Customer’s Address” – refers to the address where the Customer has requested the cleaning service to be provided.
- “Service”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, “Deep Cleaning”, “After Builders Cleaning” – refers to the cleaning service carried out on behalf of the Company.
- “Cleaning Visit” – refers to the visit to the Customer’s service address by the Cleaner in order to provide the cleaning service.
Contract
2.1 These Terms and Conditions represent a contract between Full Cleaning Service Ltd and the Customer.
2.2 Both parties will ensure that their respective responsibilities under this agreement are undertaken in compliance with all statutory regulations and codes of conduct.
2.3 The Customer agrees that any use of the Company’s service will constitute the Customer’s acceptance of these Terms and Conditions.
2.4 Unless otherwise agreed in writing by the owner of the Company, these Terms and Conditions will prevail over any other terms of business or purchase conditions put forward by the Customer.
2.5 No variation or alteration of these Terms and Conditions will be valid unless approved in writing by the owner of the Company.
Quotations
3.1 All quotations provided by the Company will be valid for a period of 30 days unless otherwise stated.
3.2 Additional charges may apply for extra services not included in the original quote.
3.3 The Company reserves the right to amend pricing if additional services are requested during the cleaning visit.
VAT
4.1 All shown prices include VAT at 20%.
Equipment
5.1 The Company will provide all cleaning materials necessary to carry out the service.
5.2 The Customer must provide running water, electricity, and sufficient lighting at the premises where the service takes place.
Payment
6.1 The price of any services will be as quoted on our Website, except in cases of obvious error.
6.2 Prices are subject to change at any time, but changes will not affect orders for which we have already sent you a Visit Confirmation email.
6.3 Every effort has been made on this Website to ensure that making a Booking is secure. We cannot be responsible for fraudulent use on our Website of a lost payment card.
6.4 You must maintain a valid payment card with us and inform us immediately if your payment card details are no longer valid.
6.5 You authorise us to seek pre-authorisation of your payment card and charge your payment card in full on the day of the scheduled Booking or after the scheduled Booking.
6.6 If any amount due by you is unpaid after the day of the scheduled Booking, we may charge a £10 administration fee and interest each month.
6.7 Promotional codes, credits, gift cards, or vouchers may only be used by new customers and can only be redeemed once per household and once per customer.
Cancellation
7.1 You may cancel or reschedule a Booking up to 48 hours before the Booking free of charge.
7.2 For cancellations made after the 48-hour window, or if your cleaning operative arrives for the clean and is unable to gain entry or start the clean, you will be charged the full price of the Booking.
7.3 The Customer must pay the full price of the booked service if:
- 7.3.1 Our cleaners arrive at the Customer’s address and are unable to gain access due to no fault of the Company.
- 7.3.2 If the Customer reschedules the service upon the arrival of the Cleaning Operative onsite, they must cover travel expenses for the Cleaning Operative.
7.4 If the Customer needs to change the cleaning service or time, the Company will do its best to accommodate this. Any changes to the booked cleaning service are subject to a 48-hour prior notice and availability.
Refunds
8.1 No refund claims will be entertained once the cleaning services have been provided.
8.2 Refunds will only be issued if:
- 8.2.1 The Customer has cancelled a cleaning service within the allowed time (48 hours) prior to the start of the cleaning service.
- 8.2.2 A cleaner has not been able to carry out the cleaning due to reasons beyond the Customer’s responsibility.
- 8.2.3 According to the Consumer Rights Act 2015, a price reduction can be issued only if a repeat performance cannot be provided by the Company within a reasonable time frame, equal to 14 business days upon completion of the service.
Complaints
9.1 All cleaning services will be deemed to have been provided to the Customer’s satisfaction unless written notice is received by the Company detailing the complaint and including photographic evidence of the issue within 72 hours (for End of Tenancy cleaning) or 48 hours (for After Builders cleaning or Deep Cleaning) of the work being done. All complaints must be received in writing by post or email at info@fullcleaningservice.com no later than 72 or 48 hours after the completion of the cleaning service, depending on the type of service booked. The Company will fully investigate any complaint and attempt to resolve it to the satisfaction of the Customer, or alternatively, to a reasonable standard.
9.2 The Customer agrees to allow the Company back to re-clean any missed areas before making any attempts to clean those areas themselves or arranging a third party to carry out cleaning services regarding the above. Failure to do so will void our Company Guarantee if applicable, and we will consider the matter fully settled.
9.3 According to the Consumer Rights Act 2015, a repeat performance can be requested only if reasonable and is not in conformity with our requirements for professional performance of the service.
9.4 Further to the Consumer Rights Act 2015, the service should be performed with reasonable care and skill. However, if it is in conformity with our requirements for professional performance of the service, or the requested cleaning service is inappropriate for the situation, the Company will not be liable for any future issues.
Claims
10.1 The Customer agrees that due to the nature of the service, the Company guarantees only to correct any problems reported within 72 hours (for End of Tenancy service) and 48 hours (for After Builders Cleaning or Deep Cleaning) of the completion of the cleaning services. Failure to do so will entitle the Customer to nothing.
10.2 The Company may require entry to the property of the claim to correct the problem.
10.3 The Customer agrees to inspect the work immediately after its completion and to draw the operatives’ attention to any outstanding cleaning issues while the cleaners are still on site. The cleaners will carry out any additional work to the Customer’s complete satisfaction.
10.4 If the Customer or any third party instructed by the Customer is not present at the time of completion of the cleaning services, then no claims regarding any cleaning issues can be made.
10.5 If the Customer instructs a third party to inspect the result of the cleaning services, the Company must be notified before the completion of the services.
10.6 In case of a third party inspecting or refusing to inspect the result from the cleaning service, the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
10.7 Any refund or adjustment must be requested from the Company directly and is subject to approval by the Company.
10.8 The Customer waives their right to stop payment on their card, cash, or bank transfer payment unless the Company fails to make good on the guarantee shown in this agreement.
10.9 While the Company cleaners make every effort not to break items, accidents do happen. Identical replacements are always attempted but not guaranteed. For this reason, the Company requests that all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaners.
10.10 In case of damage, the Company will repair the item/s at its cost. If the item/s can’t be repaired, the Company will rectify the problem by crediting the client with the item’s present actual cash value toward a like replacement from a Company’s source upon payment of the cleaning service rendered.
10.11 The Company will not be responsible for damage due to faulty and/or improper installation of any items, nor for old/worn out/damaged items. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
10.12 No claims will be entertained if the Customer has an outstanding balance aged more than 14 days.
Liability
11.1 The Company will not be liable under any circumstances for any loss, expenses, damages, delays, costs, or compensation (whether direct, indirect, or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with:
- 11.1.1 Its failure to provide its services as a result of factors that are beyond its control, including floods, severe weather conditions, and inability to gain access to premises, or lack of appropriate resources such as water, electricity, and lighting.
- 11.1.2 Late arrival of the Company’s cleaners at the service address. The Company endeavours to be punctual but may arrive late due to transport delays or traffic conditions.
- 11.1.3 Unforeseen circumstances arising after the confirmation of booking.
11.2 The Company reserves the right to make changes to these Terms and Conditions without prior notice.
Governing Law
12.1 These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact Us
If you have any questions about these Terms and Conditions, please contact us at:
Full Cleaning Service Ltd
Email: info@fullcleaningservice.com
Phone: 020 3946 9376
Data Protection
14.1 The Company is committed to protecting your privacy and data. We will only use your personal information in accordance with the applicable data protection laws.
14.2 Personal data collected will be used for the purpose of providing our services, processing payments, and communicating with you regarding your booking and service.
14.3 Your information will not be shared with third parties without your consent, except where required by law or in connection with our services.
14.4 You have the right to request access to the personal data we hold about you and to request corrections if any information is inaccurate.
14.5 For more details on how we handle your personal information, please refer to our Privacy Policy available on our website.
